1. The Aston University student experience The Students’ Union and University working together Jill Wilson, Director of Student Services, Aston University & Liz Larkin, Student Adviser, Aston Students’ Union,

2. Aston University Birmingham is second largest city in the UK with 1 million residents situated in the West Midlands. Multi-cultural population; 3 universities. Aston University has >10,000 students from >130 countries. 30% of students come from overseas, including from Europe. More than half the students are from non-white ethnic backgrounds Aston specialises in vocational courses such as pharmacy, optometry, business, translation studies, engineering. Most undergraduates take a placement year. Aston University is ranked 5 th in the UK for graduate employability (2012 Sunday Times Guide) Top 10 university for graduates who become millionaires!

3. Student expectations In order to meet student expectations, we have to understand what they are. Professor Mennell from Sunderland University said “ University is like a cruise ship” ‘All students get on the ship knowing their destination’ Some need a quality experience. Some have forgotten their sunglasses and need help finding them! Others are on board almost by accident. We need to provide and equip them for the journey otherwise they won’t make it to their destination The unspoken, yet greatest, expectation of an undergraduate is “ I will be awarded a 2:1 (upper second class honours degree) “

4. Mission statements/Charters/Surveys Aston University Student Charter builds a joint vision and creates an enhancement agenda as a community that is energised by its students. The University and Students’ Union work in partnership. Annual Student Satisfaction surveys (internal) Annual Enrolment surveys (internal) International Student Barometer (external) The National Student Survey (NSS) (external) We ask our students about their experiences, listen to their views and try to change anything they are unhappy about.

5. ‘You asked, we acted’

6. Partnership and student choice The Hub in the University and the Advice & Representation Centre in the Students’ Union, work together for the benefit of our students. Similarities Both services are responsive at all times and especially in an emergency or when there is a deadline. Confidential, free of charge. Trained professional staff provide high quality information, support and advice. Confidential case records and case notes are stored electronically and securely. Strong customer service focus. Differences Each service has its unique areas of expertise and there are a few areas where students can choose either service. It depends what help is needed…….

7. Choosing the ARC or the Hub The ARC is smaller and independent, providing an invaluable service to students who are in dispute with the University or who need representation and personal support at internal hearings such as examination boards, academic appeals or at disciplinary meetings. The ARC provides an accommodation- finding service as well as budgeting advice and hardship funds. The Hub is larger and has a wider remit that includes immigration and visa advice for international students, help with council tax, and the administration of hardship funds. Students can choose to use the ARC or the Hub if they want help with housing matters, course related queries, money advice or student funding.

8. The Hub in the University ‘ If it matters to you, then it matters to us’ Strategically and centrally placed on the ground floor of the main building Open browsing areas with leaflets on display. 2 large plasma screens and a ‘totem pole’ for key messages. Seating area with student computers and a student printer. Reception desk open and friendly. Warm and well lit. Acts as reception for all central student services Two teams of advisers – international student advisers and student advisers plus a funds’ administrator. Appointments / drop in / emergencies

9. The Hub in action

10. The ARC in the Students’ Union The ARC in the Students’ Union is the independent representation unit for Aston University students. Support students when making complaints Provide independent advice Give students realistic expectations Give them options to choose from Explain “Aston wants them to succeed” Empowers them to make right decision

11. Our approach to complaints Established, clear procedures Clear lines of communication-where to complain to Transparent processes set out in regulations Available to all on University website Consult with the Union officers as elected representatives of the student body Want to learn when things go wrong and act to improve consensually Informing and explaining processes to students Transparency and honesty Practical assistance Managing expectations Representation from beginning to end

12. Why does it work so well at Aston University? Aston values and provides good pastoral care Staff try really hard to meet students’ expectations. We ‘go the extra mile’ System is less adversarial Complaints taken seriously from the start Clear guidance as to how complaints will be dealt with Independent, impartial advice gives students confidence Give students realistic expectations of possible outcomes OIAHE becomes the place of last resort

13. The ARC and the OIA Number of complaints to OIA is 12 every year on average (based on 2010 and 2011 figures) ARC ensures students have completed University complaints procedure Advises on what OIAHE can do and what it can’t do Assists and guides students who wish to pursue complaints

14. Feedback from students “The ARC has been a place where I feel someone is there to listen and help me deal with my difficult times. The ARC has enabled me to deal with my problems rather than struggling with them. I am extremely satisfied with their advice and service and I am glad that Aston has such friendly people who are there for me.” Just to let you know that thankfully, I won the appeal, albeit by a very tight margin! XXX rang me at 3.30pm on Friday and she told me that I was a very lucky man! Thank you so much for all the help, I'll be honest when I say that I didn't take much notice of ARC’s irreplaceable services last year, but I can say now that it really is the students’ last bastion when we have to face a huge institution that is the University and we only have people like you to thank for that.”

15. Thank you for listening. Any questions for Jill Wilson or Liz Larkin. Jill Wilson a.j.wilson@aston.ac.uka.j.wilson@aston.ac.uk Liz Larkin l.larkin@aston.ac.ukl.larkin@aston.ac.uk